L3 Support Analyst

As a Technical Support specialist, your role will involve troubleshooting and resolving escalated issues from the Helpdesk. Some key responsibilities include: - Incident Management: - Track and document issues: Log all problems, resolutions, and updates in a ticketing system like ServiceNow or Jira. - Escalate complex issues: If unable to resolve, escalate issues to higher-level support or specialized teams. - Monitor and follow-up: Ensure timely resolution of issues and follow-up with users to confirm problem resolution. - System Monitoring & Maintenance: - Monitor system performance: Keep an eye on system performance and reliability to ensure optimal functioning. - User Training and Documentation: - Create documentation: Develop user guides, knowledge base articles, FAQs, and other documentation for user self-service. - Provide tips and best practices: Share best practices to enhance user productivity and prevent future issues. - Collaboration and Communication: - Coordinate with other Evinova teams: Collaborate closely with other teams to resolve complex issues. - Communicate status updates: Keep users informed on issue status, expected resolution times, and any major system updates. - Stakeholder interaction: Engage with different departments to understand specific technical needs and provide tailored support. - Reporting and Analysis: - Analyze support metrics: Gather data on ticket resolution times, issue types, and user feedback to enhance service delivery. - Report recurring issues: Identify patterns in reported problems and collaborate with IT teams to find long-term solutions. - Provide feedback: Recommend system or process improvements based on common issues or user feedback. Qualifications and Experience Required: - Experience working with development and/or configuration of COTS solutions tailored to customer needs. - Strong engagement, communication, and stakeholder management skills. - Experience in software maintenance/help desk support. - Proven experience with complex integrated systems and using creative thinking to deliver exceptional results. - Proficiency in using Jira, Confluence, and Service Management tools. About Virtusa: At Virtusa, we value teamwork, quality of life, and professional development. Join our global team of 27,000 professionals who care about your growth and offer exciting projects and opportunities throughout your career. Embrace collaboration and a dynamic team environment, where great minds come together to foster excellence and innovation.,